We are looking for a capable, practical guest-relations and operations professional currently living in Latin America.

Required:

Applicants must be a U.S. or Canadian citizen currently residing in Latin America. This is not a traditional virtual-assistant position. The role combines guest communication, problem-solving, maintenance troubleshooting, and coordination with local vendors for vacation-rental properties in the United States. What you'll do

• Communicate directly with guests by phone, text and messaging
• Handle guest questions, complaints and concerns
• De-escalate difficult situations and build rapport with guests
• Troubleshoot common property and maintenance problems remotely
• Ask the right questions to determine what is actually wrong before dispatching someone
• Walk guests through simple solutions when appropriate
• Determine when a plumber, HVAC technician, electrician, handyman, cleaner or other vendor is needed
• Contact and coordinate vendors and maintenance personnel
• Follow up with vendors and guests until an issue is completely resolved
• Prioritize urgent problems and make sensible decisions without needing constant direction
• Document issues and communicate clearly with the rest of the operations team What we're looking for
• U.S. or Canadian citizenship is required
• Currently residing in Latin America
• Native or fully fluent English
• Strong understanding of North American culture and customer-service expectations
• Excellent telephone communication skills
• Comfortable dealing with upset or demanding guests
• Practical common sense and strong troubleshooting ability
• Comfortable dealing with basic household/property issues
• Able to distinguish between something that can be solved remotely and something requiring a professional
• Comfortable calling vendors, explaining problems and holding them accountable for follow-through
• Resourceful and able to figure things out independently
• Calm under pressure
• Organized and reliable
• Good judgment about when to solve something independently and when to escalate it Experience in vacation rentals, property management, hotels, hospitality, maintenance coordination, facilities, construction, home services, customer service or concierge operations is strongly preferred.

Spanish is helpful but not required. Compensation Competitive hourly or monthly compensation based on experience and availability. Please include your compensation expectations when applying. How to apply Please send a short introduction that includes: 1. Whether you are a U.S. or Canadian citizen 2. Where you currently live 3. How long you have lived in Latin America 4. Your relevant customer-service, hospitality or property-management experience 5. Any experience troubleshooting property/maintenance issues or coordinating vendors 6. Your current availability 7. Your desired hourly or monthly compensation If possible, please also include a brief voice introduction so we can get a sense of your communication style.